startup metrics for pirates (brazil, nov 2011)

Startup Metrics For Pirates

Startup WeekendSao Paulo

November 2011 - #SWSP

Dave McClure @DaveMcClurehttp://www.500startups.com http://500hats.typepad.com

http://slideshare.net/dmc500hats

AARRR!

Dave McClure

2001-2010:• Startup Investor: 500 Startups, Founders Fund• Tech Marketing: PayPal, Simply Hired, Mint.com• Advisor, Angel Investor: 200+ Startups• Conferences: Warm Gun, Lean Startup, SMASH• Stanford Lecturer: Facebook, Startup Metrics

80’s & 90’s:• Entrepreneur: Founder/CEO Aslan Computing (acq.)• Developer: Windows Apps / SQL DB Admin• User Groups: E-Commerce, Internet, Client-Server• Engineer: Johns Hopkins ‘88, BS Eng / Applied Math

GEEK, CODER,

ENTREPRENEUR

Blogger, Marketing, Angel/VC Investor

500 StartupsSeed Fund & Accelerator

(230+ companies, 10+ countries)

[ This Talk ]

Topics

• Basic Concepts of “Startup Metrics 4 Pirates”• 3 Steps to AARRR: Product, Market, Revenue• Constructing MVP: Just ONE Feature?• Design (UX) & Distribution (MKTG)• Winning: Market, Revenue, Profit?

Key Concepts

• MVP = F(Customer, Problem, Time or $$$)• PMF = F(Customer, Solution, Alternatives)• AUX = F(Customer, Design/UX, Metrics)• ACQ = F(Customer, Campaign, Vol, Cost, Conv)• WIN = F(Customer, Usage, Dist, Revenue)

Geek Renaissance

• Tech Innovation• Finance Innovation• Design Innovation• Social Innovation• Global Innovation

Platforms 2.0Search, Social, Mobile

What’s a Platform?

Users . . Money

Features

Growth Profit

ProfitableGrowth

Awesome

Successful Platforms have 3 Things:1) Features2) Users3) Money

Distribution PlatformsCustomer Reach: 100M+

• Search: Google (SEO/SEM)

• Social: Facebook, Twitter, Zynga, LinkedIn

• Mobile: Apple (iPhone, iPad), Android

• Media: YouTube (Video), Blogs, Photos

• Comm: Email, Chat, SMS, Voice

DO Marketing! (It’s Not Evil)

• Marketing is Both Qualitative + Quantitative• Qualitative: Create Emotion, Drive Action• Quantitative: Measure Results of Action• Design (UX) & Distribution (MKTG) Matter• Volume (#), Cost ($), Conversion (%)

[ Interesting Shit. ]

Read Geoffrey MillerSex + Evolution + Consumer Mktg = Awesome Sauce

More Great Shit.Psychology + Comics

[The Lean Startup]

[Startup Metrics 4 Pirates]

Just Gimme the GOOD Metrics.Users, Pages, Clicks, Emails, $$$...?

Q: Which of these is best? How do you know?• 1,000,000 one-time, unregistered unique visitors• 500,000 visitors who view 2+ pages / stay 10+ sec• 200,000 visitors who clicked on a link or button• 20,000 registered users w/ email address• 2,000 passionate fans who refer 5+ users / mo.• 1,000 monthly subscribers @ $5/mo

the good stuff.

The Lean Startup• Talk to Customers; Discover Problems• Progress ≠ Features (Less = More)• Fast, Frequent Iteration (+ Feedback Loop)• Measure Conversion; Compare 2+ Options• Focus on Product/Market Fit (don’t “launch” b4)• Keep it Simple & Actionable

Discover Customers(Steve Blank, SteveBlank.com)

LEARN BUILD

MEASURE

IDEAS

CODEDATA

Iterate, Dammit.(Eric Ries, StartupLessonsLearned.com)

Product/Market Fit b4 “Launch”(Sean Ellis, Startup-Marketing.com)

Startup-Marketing.com

AARRR!: 5-Step Startup Metrics Model

Website.com

Revenue $$$

Biz DevAds, Lead Gen, Subscriptions, ECommerce

ACQUISITION

SEOSEM

Apps & Widgets

Affiliates

Email

PR Biz Dev

Campaigns, Contests

Direct, Tel, TV

Social Networks

Blogs

Domains

Retention

Emails & Alerts

System Events & Time-based

Features

Blogs, RSS, News Feeds

Startup Metrics for Pirates

• Acquisition: users come to site from various channels• Activation: users enjoy 1st visit: "happy” experience• Retention: users come back, visit site multiple times• Referral: users like product enough to refer others• Revenue: users conduct some monetization behavior

AARRR!

(note: If you’re in a hurry, Google “Startup Metrics” & watch 5m video)

One Step at a Time.

1. Make a Good Product: Activation & Retention2. Market the Product: Acquisition & Referral3. Make Money: Revenue & Profitability

“You probably can’t save your Ass and your Face at the same time… choose carefully.” – DMC

Startup Challenges

Startups have problems in 3 key areas:

• Management: Set Priorities, Define Key Metrics

• Product: Build “Right” Features. Measure, Iterate.

• Marketing: Distribution, Distribution, Distribution. (Search, Social, Mobile)

Key Concepts

• MVP = F(Customer, Problem, Time or $$$)• PMF = F(Customer, Solution, Alternatives)• AUX = F(Customer, Design/UX, Metrics)• ACQ = F(Customer, Campaign, Vol, Cost, Conv)• WIN = F(Customer, Usage, Dist, Revenue)

[ Constructing MVP ]

Role: Founder / CEOQ: Which Customers? Problems? Metrics? Why?A: Focus on Critical Few Actionable Metrics

(if you don’t use the metric to make a decision, it’s not actionable)

• Hypothesize Customer Lifecycle• Target ~3-5 Conversion Events (tip: Less = More)

• Test, Measure, Iterate to Improve

Optimize 4 Happiness (both User + Business)

• Define States of User + Business Value• Prioritize (Estimate) Relative Value of Each State• Move Users: Lower Value -> Higher Value• Optimize for User Happiness + Business $$$• Achieve High Cust Value + Low ACQ$ @ Scale

$$$

What is Minimum Viable Product?MVP = F(Customer, Problem, Time or $$$)

• Focus on CUSTOMER– Qualitative Discovery, Quantitative Validation

• Get to know habits, problems, desires (FUN MATTERS)– what causes pain?  what causes pleasure?

• Define 1-5 TESTABLE Conversion Metrics of Value– Attention/Usage (session time, clicks)– Customer Data (email, connect, profile)- Revenue (direct or indirect)- Retention (visits over time, cohort behavior)- Referral (users evangelize to other users)

• Note: Paid Solutions drive FOCUS (& pay rent) 

Example Conversion Metrics(note: *not* actuals… your mileage may vary)

Stage Conversion Status Conv. %

Est. Value(*not* cost)

Acquisition Visitors -> Site/Widget/Landing Page(2+ pages, 10+ sec, 1+ clicks = don’t abandon)

60% $.05

Activation “Happy” 1st Visit; Usage/Signup(clicks/time/pages, email/profile reg, feature usage)

15% $.25

Retention Users Come Back; Multiple Visits(1-3x visits/mo; email/feed open rate / CTR)

5% $1

Referral Users Refer Others(cust sat >=8; viral K factor > 1; )

1% $5

Revenue Users Pay / Generate $$$(first txn, break-even, target profitability)

2% $50

KILL A FEATURE.Something Sucks. Find It. KILL It.

• STOP ADDING FEATURES.

• Find the ONE THING that users LOVE.• How to figure out? TAKE. SHIT. AWAY.• When they SCREAM, you’ve FOUND it.• Then Bring it Back… Only Better.

• Tip: KILL a Feature Every Week.

[ Getting 2 PMF ]

Role: Product / Eng / DesignQ: What Features to Build? Why? When are you “Done”?A: Easy-to-Find, Fun/Useful, Unique Features that

Increase Conversion (stop iterating when increase decelerates)

• Wireframes = Conversion Steps• Measure, A/B Test, Iterate FAST (daily/weekly)• Optimize for Conversion Improvement

– 80% on existing feature optimization– 20% on new feature development

What is Product/Market Fit?PMF = F(Customer, Solution, Alternatives*)

• Product / Market Fit occurs when:– Customers like your stuff better than other options– Not static, Not optimal – just Local Max 4 F(customers, solution, time)– make sure you’re moving in optimal direction 2 local max

• Q: what competitive solutions are available? – … that your customers know about?– how are you diff/same?  – in ways that people care about? (will pay for)

• KILL a FEATURE regularly (or rotate 1% tests)– Q: what is MOST $ cust pay 4 LEAST func MVP relative 2 BEST alt?

• NICHE 2 WIN: RE-define cust + DIFFerentiated features

Better or Different.

Funny!

Shocking !!!Accepte

d

Not Funny.

[ Testing 4 AUX ]

Discover MeaningWhy Should Users CARE About Your Product?

Kathy Sierra:“CreatingPassionateUsers”

Discover MeaningKeywords, Images, Call-to-Action

Top 10 - 100 words• Your Brand / Products• Customer Needs / Benefits• Competitor’s Brand / Products• Semantic Equivalents• Misspellings

Relevant images• People• Products• Problems• Solutions

Call-to-Action• Words• Images• Context• Button/Link• Emotion

Result• Positive?• Negative?• Neutral (= Death)• A/B test & Iterate

How 2 Tell if Design/UX is Good?

[ Metrics 4 ACQ ]

Role: Marketing / Sales

Q: What channels? Which users? Why?A: High Volume (#), Low Cost ($), High Conv (%)

• Design & Test Multiple Marketing Channels + Campaigns• Select & Focus on Best-Performing Channels & Themes• Optimize for conversion to target CTAs, not just site/landing page• Match/Drive channel cost to/below revenue potential

• Low-Hanging Fruit: – Blogs– SEO/SEM– Landing Pages– Automated Emails

Example Marketing Channels

• PR• Contest• Biz Dev• Direct Marketing• Radio / TV / Print• Dedicated Sales• Telemarketing

• Email• SEO / SEM• Blogs / Bloggers• Viral / Referral• Affiliate / CPA• Widgets / Apps• LOLCats ;)

MAARRRketing Plan

Marketing Plan = Target Customer Acquisition Channels• 3 Important Factors = Volume (#), Cost ($), Conversion (%)• Measure conversion to target customer actions• Test audience segments, campaign themes, Call-To-Action (CTAs)

[Gradually] Match Channel Costs => Revenue Potential • Increase Vol. & Conversion, Decrease Cost, Optimize for Revenue Potential• Avg Txn Value (ATV), Ann Rev Per User (ARPU), Cust Lifetime Value (CLV)• Design channels that (eventually) cost <20-50% of target ATV, ARPU, CLV

Consider Costs, Scarce Resource Tradeoffs• Actual $ expenses• Marketing time & resources• Product/Engineering time & resources• Cashflow timing of expense vs. revenue, profit

ACQ = F(Customer, Campaign, Vol, Cost, Conv)

[ What is WINNING? ]

Choose Yer #WINNING Metrics

WIN = F(Customer, Usage, Dist, Revenue)

• after MVP functional use, several options:– better Usage – Activation & Retention (AUX)– more Users -- Distribution / Acquisition– mo' Money --- U Wants 2 Get Paid, Yo.

• understand ACQ$ vs REV$, optimize 4 short-term– High(er) volume usually a priority– costs may change as vol increases

[ The Lean Investor ]

Startup 2.0: “Lean Investor” Model

Method: Invest in startups using incremental investment, iterative development. Start with lots of small experiments, filter out failure, and expand investment upon success.

• Incubator: $0-100K (“Product Viability”)• Seed: $100-$1M (“Expand Distribution”)• Venture: $1M-$5M (“Maximize Revenue”)

Investment #1: Incubate(“Product”)

• Structure– 1-3 founders– $25K-$100K investment– Incubator environment: multiple peers, mentors/advisors

• Build Functional Prototype / “Minimum Viable Product” (MVP):– Concept->Alpha, ~3-6 months– Develop Minimal Critical Feature Set => Get to “It Works”– Instrument Basic Dashboard, Conversion Metrics– Test Cust. Adoption (10-1000 users) / Cust. Satisfaction (Scale: 1-10)

• Demonstrate Concept, Reduce Product Risk, Test Functional Use• Develop Metrics & Filter for Follow-on Investment

Investment #2: Seed(“Market”)• Structure

– 2-5 person team– $100K-$1M investment– Syndicate of Angel Investors / Small VC Funds

• Improve Product, Expand Market, Test Revenue:– Alpha->Beta, ~6-12 months– Customer Sat ≥ 6 => Get to “Doesn’t Suck”– Setup A/B Testing Framework, Optimize Conversion– Test Marketing Campaigns, Cust Acqstn Channels

• Prove Solution/Benefit, Assess Market Size• Test Channel Cost, Revenue Opportunity• Determine Org Structure, Key Hires

Investment #3: Venture(“Revenue”)

• Structure– 5-10 person team– $1M-$5M investment– VC Investors

• Make Money, Get to Sustainability:– Beta->Production, 12-18 months– Customer Sat ≥ 8 => “It Rocks, I’ll Tell My Friends”– MktgPlan => Predictable Channels / Campaigns + Budget– Scalability & Infrastructure, Customer Service & Operations– Connect with Distribution Partners

• Prove/Expand Market, Operationalize Business• Future Milestones: Profitable/Sustainable, Exit Options

[ Don’t Pitch Me, Bro. ]Seriously: Don’t. F*#king. Pitch Me.

(and don’t email me either, cuz i won’t read it)

Don’t Pitch Me, Bro.

• 1st: Read my stuff (blogs, decks, tweets).• 2nd: Get a referral from someone I trust.

– 500 Mentors or 500 Founders– Other Subject Matter Experts– *Not* Your Mom.

• 3rd: Be Concise. Don’t Suck.

Email

BEDY

Links & ResourcesAdditional References:

• Influence: The Psychology of Persuasion Robert Cialdini (book)

• The Mating Mind Geoffrey Miller (book)

• Putting the Fun in Functional Amy Jo Kim (etech 2006 preso)

• Futuristic Play Andrew Chen (blog)

• Don’t Make Me Think Steve Krug (book)

• Designing for the Social Web Joshua Porter (book, website)

• Startup Lessons Learned Eric Ries (blog)

• Customer Development Methodology Steve Blank (presentation, blog)

• Startup-Marketing.com Sean Ellis (blog)

• KISSmetrics.com Hiten Shah / Neil Patel (website)

• How To Pitch a VC Dave McClure (slides, NSFW)

• Understanding Comics Scott McCloud (book)